Frequently Asked Questions If you can’t find an answer in our Frequently Asked Questions, please complete our contact form to send us an email and we will be in touch as soon as possible. Contact Us Delivery Products Returns Where is my order? You will receive a confirmation email from DBHF when you place an order (please check your junk/spam inbox if it hasn’t arrived). You will then receive an email from DPD letting you know your order has been dispatched, and within 24 hours a second email with your delivery time slot. DPD will send a third email when your parcel has been safely delivered. Click on the DPD emails to track your parcel or rearrange delivery. For additional help with your delivery, please contact us at email@example.com or call 01453 297373 (office hours 9.30am until 4.30pm, Monday to Friday). More information on Next Day Delivery For Next Day Delivery (UK only) Orders placed by 2pm will arrive between 7am and 8pm the following day, Monday to Friday. Orders after 2pm on Thursday and over the weekend will be dispatched on Monday for delivery Tuesday. Next Day Delivery does not cover Northern Ireland and remote areas such as the Highlands, Islands of Scotland, Isle of Man, Isle of White, Jersey, Guernsey and Scilly Isles, where there is a 3-6 day service. Standard Delivery 1-2 Working Days. Can orders be sent to workplaces & hospitals? For non-domestic addresses, please supply as much information as possible, if appropriate please contact the hospital to see if they allow external delivery as some hospitals or workplaces may have restricted entry to wards or office departments and if the courier cannot gain entry the parcel may be returned to us. We want to do our best to avoid any delays that can occur with patients moving hospital wards or being discharged, or businesses unable to receive deliveries at weekends. Our priority is to get all orders in the hands of the recipient; contact firstname.lastname@example.org for further help. International Delivery We’re working with our couriers on sending packages to Europe and The USA. Please contact us for further information. Whoops! I added the wrong delivery address for my order We know sometimes the wrong details are inputted. If this happens please contact us at email@example.com and we will do our best to get things changed before your gift box is sent. In the event your order has been processed and dispatched and we are unable to stop it, we will send a replacement gift box once the original is returned to our warehouse by our courier, this is an additional cost of £7.95 The couriers cost of the additional delivery may be passed on to the customer. Return address: DBHF Ltd, Unit 17 Nailsworth Mills Estate, Glos, GL6 0BS My parcel has arrived damaged We don’t like to hear that our gift boxes arrive damaged or different from how they left our warehouse. If this happens, please contact us at firstname.lastname@example.org and we will arrange a replacement or refund. Can I send a gift box abroad? This service is currently unavailable due to courier restrictions. I want to send to multiple addresses This service is currently unavailable but will be coming soon. How do I reschedule a delivery? As the sender of the parcel, you will receive an email directly from DPD which will give you access to change/reschedule a delivery online. The courier will automatically make two attempts to deliver your order, usually on consecutive days, before returning the parcel to the depot to await further instructions. In most cases, the courier will leave a contact number so the recipient can get in touch directly to reschedule delivery. For help with this please contact us at email@example.com Can I have my order delivered on a specific date or pre-order? We have introduced a ‘pre order’ delivery option so you can choose for your gift to arrive the following week from when you place your order. Every Monday from 9am you will be able to select pre-order at the checkout and your gift will be delivered on the Wednesday of the next week. If no one is in to accept the parcel, our couriers attempt delivery a further two times and leave a card notifying the recipient. If you want your gift to arrive sooner, please select Standard or Next Day Delivery. Nominated Day Delivery is currently unavailable. How are the COOK vouchers delivered? COOK vouchers will be sent out inside the package you have ordered, with a voucher code that can be used to purchase food via the National Home Delivery Service from the COOK website. If the recipient doesn’t have internet access then they can telephone COOK on 01732 759020 to place an order (Monday to Friday 9.00am to 5.30pm) with their National Home Delivery service. Once vouchers have been delivered, responsibility for the order and delivery is with COOK through their normal Home Delivery process. Help - I've misplaced my COOK voucher! Contact Don’t Buy Her Flowers Customer Care on 01453 297373 and they will be able to resupply your code The recipient has food allergies – can you help? Please contact us on 01453 297373 for more information on ingredients and allergens for all our products. You could also purchase one of the packages with a COOK voucher as they have a fantastic range of meals to cater for special diets. The gift box isn’t chilled, is the cheese ok to eat? Cheddar is different to soft cheeses as cheddar is matured at around 15°C and so the cheese will not cause illness or spoil if the temperature rises a little. We recommend that the cheese is refrigerated on receipt of the parcel and kept refrigerated in a sealed container, in cheesepaper or beeswax wrap once opened. We recommend that the cheese is taken out the fridge for 1 hour or more before serving. Sometimes hairline cracks can form in the wax and on these rare occasions mould can form on your cheese. If this happens or if you are ever concerned that the product is spoilt please contact Customer Services on 01453 297373. Godminster Vintage Cheddar is suitable for vegetarians Can I return my gift box? In line with the UK Distance Selling Regulations set out for all online retailers, you can cancel the purchase of goods* within the “cooling-off period” of seven working days, beginning on the day after you receive the goods. Please contact us on firstname.lastname@example.org and then send the goods back to us to DBHF Ltd, Unit 17, Nailsworth Mills Industrial Estate, Nailsworth GL6 0BS at your own cost (unless we delivered the item to you in error or the item is damaged) as soon as possible once you let us know you are returning it. *Unfortunately if the gift box is cancelled after it has been dispatched, we are unable to refund the postage costs.